Resume
Work
Experience
2010-Present
US Bank-Elavon
VP Technical Support Servicing
Over 13 years at this company, I've led team transformations, enhanced customer engagement, and driven significant operational improvements.
2008-2010
AFNI
Call Center Manager
Led call center strategy development, achieving 80% FCR with a team of 30, created training frameworks, and boosted morale through innovative events.
2007-2008
Teleservices Direct
Sales Lead
Managed Direct TV sales, handled confidential customer info, ordered equipment, trained reps in sales programs, and worked in the Winback Department.
Skills
& Expertise
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Expert in Customer Success & Operational Leadership
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Skilled in Strategic Planning & Team Management
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Proficient in Digital Transformation & Data Analytics
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Adept at Driving Customer Engagement & Satisfaction
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Innovative in Call Center Strategy & Employee Training
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Experienced in E-Commerce Optimization & Team Building
Volunteer Orginzations
2021-2023
Amanchi
Partnered in Amanchi program, teaching life skills while mentoring local youth
2022-2023
JA USA -East
Managed Junior Achievement events, focused on economic literacy
May 2023
Project Voice
Assisted at AI conference: setup, speaker coordination for 1,000 attendees, 5 days.
Education
2006-2009
Western Kentucky University-WKU
Family Consumer Science